topic Re: Greenby must be a PR disaster for PlusNet in Plusnet Feedback

Greenby must be a PR disaster for PlusNet

mark752 — Fri, 13 Feb 2026 10:41:36 GMT

After decades loyalty to PlusNet with near flawless service, and excellent support, offloading their email service to the shambles that is Greenby has me questioning that loyalty and desperately looking for a new home for my email because Greenby has made my email a mess. Missing sub-mailboxes, delete messages and then they all pop back into my inbox. Daily authentication issues. Sorry, just had to rant. PlusNet, you've let me down big time, and you've lost one of your key reasons why I stayed with you - the email service and continuity of an email address. You've dumped that, so why should I be loyal now? I'll shop around for the best priced deal when next renewal comes up. PR disaster.

Re: Greenby must be a PR disaster for PlusNet

redsox9 — Fri, 13 Feb 2026 14:11:50 GMT

It may be a PR disaster for Plusnet and its owner BT but it will not be as much of a setback as the 2024 fiasco when Ofcom fined BT £2.8 million for failing to provide customers with clear and simple contract information before signing up to a new deal.
As a result BT refunded or credited £18 million back to BT, EE and Plusnet customers and donated £440,000 across 17 charities where refunds or credits were not possible.

Re: Greenby must be a PR disaster for PlusNet

Protech — Fri, 13 Feb 2026 14:25:03 GMT

It could yet turn out to be another regulatory issue for BT to address .

Plusnet publicly documented and communicated that this migration would be “seamless.” However, the lived experience of many customers appears to differ materially from that assurance.

Reported issues include:

- Loss of access to email accounts during and after migration
- Missing emails
- Inability to send or receive messages
- Extended service disruption
- Minimal or unclear communication during critical stages
- Difficulty accessing effective support from either Plusnet or Greenby

The core concern is not that a complex IT migration encountered difficulties. Rather, it is that customers were explicitly assured of a seamless transition, yet many experienced significant disruption with limited proactive communication or support.

This raises several serious questions:

1. Whether reasonable care and skill were exercised in planning and executing the migration.
2. Whether adequate contingency planning and data integrity safeguards were in place.
3. Whether communication to customers accurately reflected foreseeable risks.
4. Whether complaint handling during the disruption met expected regulatory standards.

For many customers, email is not a trivial feature but a long-standing communication channel linked to financial, medical, and personal correspondence. Where access was lost or data potentially compromised, the impact extends beyond inconvenience.

Re: Greenby must be a PR disaster for PlusNet

jab1 — Fri, 13 Feb 2026 14:33:58 GMT

@Protech wrote:
It could yet turn out to be another regulatory issue for BT to address .

Plusnet publicly documented and communicated that this migration would be “seamless.” However, the lived experience of many customers appears to differ materially from that assurance.

And since that brave sounding communication, they have gone totally silent on what has gone wrong - and it has, spectacularly, - and what they are doing/will do to rectify this fiasco.

I, for one, am not going to wait around for my personal car crash, although I suspect that due to the way I handle my email it may not be as spectacular - says me, hopefully.

Re: Greenby must be a PR disaster for PlusNet

Mav — Fri, 13 Feb 2026 15:21:24 GMT

Moderator's note(s):

Thread moved from Email to Plusnet Feedback.

Re: Greenby must be a PR disaster for PlusNet

redsox9 — Fri, 13 Feb 2026 16:17:32 GMT

Disgruntled Plusnet and Greenby customers can complain directly to Ofcom. Ofcom will not fix the problem but it uses complaints to monitor industry behaviour and takes enforcement action where needed.
Complaints can be submitted online, by phone or by post.

https://www.ofcom.org.uk/make-a-complaint/complaints-ofcom-deals-with

Re: Greenby must be a PR disaster for PlusNet

mark752 — Fri, 13 Feb 2026 16:35:22 GMT

I'm already about to make a move to ProtonMail - it might cost more than Greenby but the controls, spam filtering, extra mailboxes and useful aliases etc and associating my own domain to it, are worth the small cost for a personal plan. But I might just make that complaint to OFCOM.

Bottom line is this is a mistake for PlusNet because if I can get broadband at a better price at renewal from another ISP, the email inertia that held me with PlusNet - and to be fair, their decent prices and great support - is a tie factor that's now gone. Which makes them having to be super competitive to keep my business, after almost 3 decades as a loyal customer. Hey ho.

Re: Greenby must be a PR disaster for PlusNet

Catbar1 — Fri, 13 Feb 2026 17:29:55 GMT

@redsox9

Hello

I followed your link to Ofcom, but couldn't find an online form.

Can you give a Link to the actual online form, if that's possible?

Many thanks, Catherine

Re: Greenby must be a PR disaster for PlusNet

redsox9 — Fri, 13 Feb 2026 18:18:04 GMT

Try this:

Monitoring form | Ofcom

Re: Greenby must be a PR disaster for PlusNet

stephen2001 — Mon, 16 Feb 2026 15:33:53 GMT

PR Disaster for Plusnet? To be honest, I'm not sure they even care.

Just had my email migrated to Greenby. And like many others, several problems resulted.

The first I knew of the migration was my emails not arriving for three days. Checked Plusnet webmail and I could see an email from Greenby welcoming me and giving instructions on what to do. Good good job that webmail was still available and I remembered to that it existed, otherwise I would still be in the dark.

Tried to contact Greenby support, but of course you can't speak or chat to a human being. Just an AI bot, who gave me lots of things to try, none of which actually fixed the problem. Left to my own devices, I realised that the issue was due to my using an alias email address (because the one I was given years ago was not accepted by several companies) which was fine for logging into the Plusnet server, but not the Greenby one now. So, got my email working but that wasn't the end of it.

Won't bore you with the details of the other problems, but suffice to say that this supposedly transparent / seamless migration has been a disaster. What is most infuriating is that there is no way of engaging in a conversation with an actual person who can guide you through a solution. I am resorting to leaving comments on a 'ticket' and hoping that somebody might eventually get back to me. Made worse by the fact that support seem to be operating on Indian time (5.5 hours ahead of us) and don't do afternoons and evenings (our time).

One of the reasons I went for Plusnet in the first place was because of their supposed superior customer service with support you could speak to. After this debacle, I will be looking at other providers for email and broadband.

Re: Greenby must be a PR disaster for PlusNet

redsox9 — Mon, 16 Feb 2026 19:14:23 GMT

@stephen2001 wrote: PR Disaster for Plusnet? To be honest, I'm not sure they even care.

They do care -- if they face a hefty fine. Plusnet's owner BT was fined in 2024 by Ofcom and spent £18 million refunding wronged BT, EE and Plusnet customers.

Re: Greenby must be a PR disaster for PlusNet

stephen2001 — Tue, 17 Feb 2026 10:30:36 GMT

Maybe. But it is a pretty sorry situation if companies have to receive hefty fines before they realise what they have done. And a token monetary amount of compensation to customers doesn’t really compensate if you have to spend dozens of hours (and sleepless nights) trying to fix a problem that was handed to you by nonsensical behaviour.

I wouldn't mind so much if Plusnet were one of those companies that said, "We provide whatever level of service we feel like and if you don't like it - go elsewhere!", but in the adverts they are always telling us how good their support is and how much their customers love them.

Re: Greenby must be a PR disaster for PlusNet

Catbar1 — Thu, 19 Feb 2026 09:16:05 GMT

Thanks, Redsox

I followed your link and filled in the webform it brought up.

So, let us see what comes forth, if anything.....

Re: Greenby must be a PR disaster for PlusNet

redsox9 — Thu, 19 Feb 2026 12:24:20 GMT

Ofcom will only investigate if it gets enough complaints.

Re: Greenby must be a PR disaster for PlusNet

Catbar1 — Fri, 20 Feb 2026 09:51:36 GMT

Thought as much.

Well, let's hope that enough people stir themselves to actually complain.

Actually Ofcom have a whole load of info about 'how to complain' etc:

https://www.ofcom.org.uk/phones-and-broadband/service-quality/problem-with-your-phone-provider.

It starts off with: "In some cases, where a complaint cannot be resolved with a provider, you have a right to use an Alternative Dispute Resolution (ADR) scheme.

"The following explains more about ADR schemes, what they do and when you should contact them."

Although it says 'Phone provider' I couldn't find any alternative option to select 'Broadband', but I hope this

'Phone' selection should also cover broadband problems.

It's pretty time-consuming to get through (meaning I've just skimmed this for now).

So I can't be sure yet if that 'monitoring form' is the only or best way to complain,

or whether most of you have gone this ADR route (if it's different)?

Re: Greenby must be a PR disaster for PlusNet

rireland7 — Fri, 20 Feb 2026 11:03:28 GMT

My email (Thunderbird) appears to have been transferred to Greenby, as email restarted 3 days ago with clear inbox and all existing folders, sent messages etc, missing. Same with Plusnet webmail. There has been no welcome email from Greenby, and the log in page does not recognise my details. It's help link puts me back to Plusnet which is not accepting texts re email services any more. So i'm trapped in a circle of doom. Two providers both passing the buck to each other. Shocking service but not unexpected, as soon as I got the email advising that the migration to Greenby would be simple/seamless etc, I became worried. The last experience I had with this sort of thing was when OVO took over my electrical supply from SSE, and it took me 18 months to sort out the "seamless" changeover.

Re: Greenby must be a PR disaster for PlusNet

Catbar1 — Fri, 20 Feb 2026 12:36:17 GMT

I'm told that one can complain to Ofcom, and if Ofcom receives 'enough complaints' it says it will investigate.

Not sure what 'enough complaints' indicates though - tens? hundreds? thousands?..... Still, better to get one's own complaint in than not, and just hope.

I've copied these two Links from one of the posters in this forum:

https://www.ofcom.org.uk/make-a-complaint/complaints-ofcom-deals-with

https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring

I couldn't find any online form with the first Link, so I tried the second 'monitoring' Link

and found a webform into which I typed my complaint.

This third Link is mine, as Ofcom seemed to have more than one way to complain? -

I'd appreciate guidance on this:

https://www.ofcom.org.uk/phones-and-broadband/service-quality/problem-with-your-phone-provider

Although it says 'Phone provider' I couldn't find any alternative option to select 'Broadband', but I hope this

'Phone' selection should also cover broadband problems.

Re: Greenby must be a PR disaster for PlusNet

redsox9 — Fri, 20 Mar 2026 08:53:22 GMT

@mark752 wrote:
PlusNet, you've let me down big time, and you've lost one of your key reasons why I stayed with you - the email service and continuity of an email address. You've dumped that, so why should I be loyal now? I'll shop around for the best priced deal when next renewal comes up. PR disaster.

This is an old thread that will never go away. Plusnet's reputation is sinking fast, weighed down by numerous complaints about the email migration fiasco.
The latest survey by the consumer magazine Which? of top UK broadband providers shows that Plusnet dropped from second place last year to fourth this year -- behind Zen Internet, Hyperoptic and Community Fibre.
Which? says of Plusnet: "It got strong scores in most categories, outdoing both BT and EE even though they're all owned by the same company. Customer service is key here - Plusnet customers are much happier than those of its stablemates."
Judging from comments on this forum, Plusnet customers are no longer happy.

Re: Greenby must be a PR disaster for PlusNet

corringham — Fri, 20 Mar 2026 10:02:31 GMT

@redsox9 wrote:

Judging from comments on this forum, Plusnet customers are no longer happy.

The relatively small percentage of Plusnet customers that post here may not be happy, but the vast majority don't post and that is probably because they are happy.

Re: Greenby must be a PR disaster for PlusNet

slowtime — Sun, 26 Apr 2026 08:58:46 GMT

Thanks Catbart1. I have made a complaint via one of your links. I continue to have multiple problems with the sub-standard Greenby "service".